Shipping Policy

HEARTIEST — SHIPPING & DELIVERY POLICY Effective Date: October 2025 Issued by: Heartiest Wellness Pvt. Ltd. (“Heartiest”, “we”, “our”, or “us”) Registered Address: Dr. R. Gupta P-45, Mayur Vihar Phase I, Near Ahlcon Public School, Near Mayur Vihar Metro Station, Delhi – 110091 Email: info@heartiest.org Phone: +91 9810 190 624

1. Overview

This Shipping & Delivery Policy governs the dispatch, delivery, and logistics handling of all products and services offered by Heartiest through its official platforms — www.heartiest.org, the Heartiest App, or any officially authorized partner channel. Heartiest operates across two primary verticals:

1. Digital Services: Courses, challenges, assessments, e-books, subscriptions, and wellness programs.
2. Physical Products: Heartiest Store goods including food items, nutrition kits, healthy snacks, supplements, books, and merchandise.

The nature of delivery — instant digital or physical shipping — depends on the product or service purchased. This policy outlines how orders are processed, shipped, tracked, and handled, and the rights and responsibilities of both the buyer and Heartiest.

2. Scope and Applicability

This policy applies to:

• All individual, corporate, and institutional purchases made through Heartiest.org or Heartiest App.
• Orders placed via Heartiest Store (physical goods).
• Digital delivery of assessments, subscriptions, and online programs.
• Corporate and school wellness program materials requiring logistics.

This policy does not apply to:

• Unauthorized resellers, third-party websites, or distributors not affiliated with Heartiest.
• Partner-run fulfillment centers managed independently under different terms.

3. Order Processing Timelines

3.1 Digital Services

• Orders for digital content (e.g., online courses, assessments, reports, challenges, subscriptions) are processed instantly after successful payment confirmation.
• Users receive an email or app notification with access credentials within 5–15 minutes.
• In rare cases (technical delays or server downtime), processing may take up to 24 hours.

3.2 Physical Products (Heartiest Store) All confirmed orders for physical goods are processed during standard business hours:

• Processing Time: 24–48 working hours from payment confirmation.
• Dispatch Time: Within 2–3 business days from order confirmation.
• Delivery Time:
  • Metro Cities (Delhi, Mumbai, Bengaluru, Chennai, Kolkata, Hyderabad): 3–5 working days
  • Tier-2/Tier-3 Cities: 5–8 working days
  • Remote / North-East / J&K / Islands: 8–12 working days

If your order includes multiple products, it may be shipped in separate parcels depending on warehouse availability and logistic partners.

4. Delivery Partners and Channels

Heartiest works with reputed and reliable national and international logistics partners, including:

• Domestic Couriers: Blue Dart, DTDC, Delhivery, Ekart, India Post, Xpressbees, ShipRocket, etc.
• International Shipping: DHL, FedEx, or other IATA-compliant couriers.

All deliveries are shipped via trackable methods, and customers receive:

• A shipping confirmation email/SMS once dispatched
• A tracking link and tracking ID to monitor real-time progress

Heartiest may switch carriers or modes (air/surface) depending on delivery zone and product type.

5. Shipping Charges and Offers

5.1 Domestic Shipping (Within India)

• Standard shipping is free for orders above ₹999.
• For orders below ₹999, a nominal delivery fee of ₹49–₹99 may apply depending on weight and location.
• COD (Cash on Delivery), where available, attracts an additional handling charge of ₹50.

5.2 International Shipping

• International orders are subject to variable charges based on destination, weight, and customs regulations.
• Shipping costs are displayed during checkout prior to payment.
• Customs duties, taxes, and import charges (if any) are the responsibility of the buyer.

5.3 Corporate or Bulk Orders

• Corporate orders may attract special shipping terms or bulk delivery arrangements as per signed agreements.
• Freight or courier expenses are billed separately where applicable.

6. Address Accuracy and Delivery Responsibility

Customers must provide complete, accurate, and verifiable shipping details at checkout, including:

• Full Name
• Full Address (with building number, street, locality, city, and postal code)
• Valid Phone Number and Email ID

Heartiest is not responsible for non-delivery or delay resulting from:

• Incorrect or incomplete address
• Unavailability of recipient during delivery attempt
• Refusal to accept shipment
• Wrong pin code or unreachable contact

If the product is returned due to such reasons, re-shipping costs will be borne by the customer.

7. Tracking and Status Updates

Once your order is dispatched:

• You will receive an email and/or WhatsApp/SMS notification with a tracking ID.
• You can track your shipment directly through the courier’s website or the “Track My Order” section on Heartiest.org.
• In case of bulk or corporate deliveries, tracking updates may be shared through consolidated dashboards or via corporate liaison.

For any tracking issues, you may contact info@heartiest.org with your order number.

8. International Delivery Terms

Heartiest currently ships select physical items internationally, subject to:

• Product eligibility (non-perishable, non-restricted by customs)
• Import/export laws of destination country
• Payment in full before dispatch

Important Notes for International Customers:

• Customs duties and taxes are not included in product prices.
• Any local import levies or clearance fees are payable directly by the buyer.
• Delivery timelines may vary from 10–20 business days depending on location and customs clearance.

Heartiest shall not be held liable for delays due to customs, import restrictions, or unforeseen international shipping disruptions.

9. Packaging and Safety

Heartiest takes great care in eco-friendly and safe packaging:

• Food and wellness products are vacuum-sealed or tamper-proof packed.
• Merchandise and accessories are shipped with protective wrapping to avoid transit damage.
• All shipments undergo double quality checks prior to dispatch.

If you receive a tampered, opened, or damaged package, please:

• Reject the delivery at the doorstep, and
• Immediately email info@heartiest.org with photos within 24 hours of attempted delivery.

This helps us initiate a claim or replacement with the courier.

10. Delays in Shipping

While we strive for timely delivery, external factors beyond our control can sometimes cause delays, including:

• Natural calamities, floods, strikes, or lockdowns
• Supply chain disruptions or courier capacity issues
• High seasonal demand (festivals, sale periods)
• Public holidays or government restrictions

In such cases:

• Heartiest will notify customers of any expected delay.
• We may issue store credits or coupons as goodwill for prolonged delays exceeding 10 business days.

However, Heartiest shall not be liable for indirect or consequential losses arising from such delays.

11. Failed or Missed Deliveries

If delivery attempts fail due to recipient unavailability:

• Couriers usually make two delivery attempts.
• If unsuccessful, the shipment is returned to the origin warehouse.
• The buyer may request re-dispatch by paying the re-shipping fee (actual courier charges).
• If no response is received within 7 days, the order is considered closed and non-refundable.

12. Digital Product Delivery (Non-Physical Services)

For all digital content and services (e.g., reports, challenges, programs, courses, and subscriptions):

• Access links are sent automatically to the registered email or app account post-payment.
• If you do not receive access within 1 hour, please check your spam folder or contact support@heartiest.org.
• Access is deemed “delivered” once login credentials, download links, or reports are shared.

Heartiest is not responsible for email delivery issues caused by user-side errors (e.g., incorrect email ID, spam filtering, or internet connectivity issues).

13. Partial Deliveries and Back-Orders

In rare cases where certain items are temporarily out of stock:

• Available items will be shipped first.
• Pending items will be auto-shipped as soon as restocked, at no additional charge.
• Customers will be notified via email/SMS of such split deliveries.

You can choose to cancel or replace a back-ordered item by contacting info@heartiest.org before it ships.

14. Lost or Damaged Shipments

14.1 Lost Shipments If a shipment is lost in transit:

• Heartiest will coordinate with courier partners for claim investigation (7–10 business days).
• If confirmed lost, we will:
  • Re-ship the same item at no extra cost, or
  • Issue a full refund or wallet credit, as per customer preference.

14.2 Damaged Shipments If you receive damaged items:

• Report within 24 hours of receipt with photographs/video evidence to info@heartiest.org.
• Our team will verify the claim and arrange replacement or refund accordingly.

Unverified claims raised after 48 hours may not be eligible for resolution.

15. Change of Shipping Address

If you wish to change your address:

• Submit a written request to info@heartiest.org before dispatch confirmation.
• Once dispatched, address changes cannot be made.
• Any re-shipment due to incorrect address will incur additional courier charges.

16. Shipping for Returns & Exchanges

For eligible returns:

• Heartiest will arrange a reverse pickup via courier (subject to service availability).
• Customers must ensure proper packaging to prevent transit damage.
• In areas where reverse pickup is unavailable, the customer may be asked to self-ship and share proof of postage.
• Shipping cost reimbursements (if applicable) are processed as wallet credits or refund post-inspection.

17. Force Majeure and Unforeseen Events

Heartiest is not responsible for delays or cancellations caused by circumstances beyond reasonable control, including but not limited to:

• Natural disasters, floods, or pandemics
• Strikes, government restrictions, or lockdowns
• Network or logistic breakdowns

In such cases, delivery may be rescheduled or canceled with refund/credit as deemed appropriate.

18. Shipping Policy for Corporate and Institutional Clients

For bulk or institutional orders:

• Delivery timelines, packaging standards, and freight arrangements are specified in the B2B agreement.
• Deliveries are made to a single authorized location per agreement unless otherwise stated.
• Freight costs for re-routing or distribution beyond agreed locations are borne by the client.
• Any shipment discrepancies must be reported within 3 business days of delivery.

19. Customer Support and Communication

Our dedicated Shipping & Logistics Support Team is available at: 📧 info@heartiest.org 📞 +91 9810 190 624 (Mon–Sat, 10 AM–6 PM) You may also raise a support ticket through your account dashboard for real-time tracking or resolution.

20. Legal Compliance

This Shipping Policy is governed by:

• Consumer Protection (E-Commerce) Rules, 2020
• Legal Metrology (Packaged Commodities) Rules, 2011
• Food Safety and Standards Act (for consumables)
• Information Technology Act, 2000

All disputes will be subject to the exclusive jurisdiction of courts in Delhi, India.

21. Policy Updates

Heartiest reserves the right to update this Shipping Policy at any time to reflect business improvements, logistic partnerships, or regulatory changes. All updates will be:

• Posted on heartiest.org/policies/shipping
• Communicated via email (for existing orders)
• Effective 7 days after publication

22. User Acknowledgement

By placing an order with Heartiest, the customer confirms that:

• They have read, understood, and accepted this Shipping & Delivery Policy.
• They acknowledge possible minor variations in timelines due to external courier factors.
• They consent to the use of contact details for delivery coordination and tracking updates.

Heartiest pledges to ensure every order — whether digital or physical — reaches you securely, promptly, and with the care that reflects our mission: to deliver wellness, not just products. End of Shipping Policy